Notifications System
The HelpCenter app includes a global notification system that keeps agents informed about new activity across all connected workspaces, even if the agent was offline at the time of the message.
On this page:
Global Notifications
In the sidebar of the admin panel, you will see a Notifications tab with a counter showing the number of unread notifications.
To view the full list, click Notifications > View all
Here agents can see:
- New chat messages
- New email messages
- Ticket assignment / unassignment alerts
Agents can click any notification to open the related ticket immediately. Once the message is viewed, the notification is removed from the global list.
Email Notifications
Some agents may not always work inside the HelpCenter dashboard. Email notifications ensure they stay updated when:
- A ticket is assigned to them
- A ticket is unassigned from them
- A customer replies to an existing ticket
- They are mentioned in a ticket comment
If no automation rules are configured to assign tickets to a particular agent, new tickets remain Unassigned. In this case, the “New ticket assigned” email will not be sent, but the ticket will still appear in the main channel inbox. As soon as the ticket is manually assigned to an agent, that agent will receive the assignment email.
Email Notifications for Offline Chat Form Submissions
If a user submits an offline chat form or contact form when no agent is available:
- A ticket is created automatically
- Email notifications are sent to:
1) The agent with workspace Team Lead role (in the email address configured in the email channel settings);
2) The customer (via auto-reply email).
Updated on: 12/11/2025
Thank you!